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CUSTOMER RELATIONS BEGINS ON YOUR HOME PAGE – By Dorene Lehavi, PhD

CUSTOMER RELATIONS BEGINS ON YOUR HOME PAGE – By Dorene Lehavi, PhD

All business is about relationships.  That is not news, but perhaps you didn’t consider that your Home page or About page on your website is where your relationship with a potential client begins.  As such it should include a welcoming sincere introduction of yourself to this potential client.

It always surprises me to see a website with no information about the owner(s).  If I visit a site of a business whose product I might be thinking about using, but there is no personal information, sometimes not even the name of the owner(s), I leave.   I’m sure that I’m not the only one who is put off by the anonymity and unfriendly feeling I get.  In fact, to me it seems arrogant to want me to buy a product or service from someone who won’t identify themselves.

Some sites even require contact pages for me to fill in for a call back or email response in order to receive certain information or some level of customer service.  These feel cold and impersonal if I don’t know to whom I am writing and what they are about.

I have a similar response to social media pages where the owner is holding back information to reveal only after I’ve agreed to friend them.  I won’t.

All businesses are in the same business: customer service.  Each one serves their customers with a different product or service.  Starbucks does it with coffee, Zappos with shoes, Apple with computers, Barnes and Noble with books.

To create, build and maintain those relationships with your customers tell   your WHY.   It’s less important WHAT you do than WHY you do it.   Remember a customer is looking for something to solve their problem or fulfill their needs.

On the other hand, I have seen where the owner goes on and on about themselves that leads me and maybe you too, to run away.  Introducing yourself should not be your resume, but rather a sincere statement of why you offer what you do, why are you qualified and how does it relate to my needs, with the emphasis on “my needs”.  Ultimately, that is what I want to know.

Hopefully your why has to do with sharing yourself, your gifts, your vision, your skills, your sincerity, your heart and your desire to give good service.

If you don’t communicate those elements to me, sorry, but I will take my business to someone who does.